Customer Support Specialist Firenze

Customer Support Specialist
Firenze
Toscana, Firenze

About us

We are a **SaaS company** born in Florence, Italy in 2016 with the mission of simplifying the way people ship, track and return their e-commerce orders by creating a technological layer capable of handling the complexity of Shipping & Logistics.

We are an international scale-up where people from different countries, cultures and languages work together every day to deliver innovation.

This is reflected in every product we build but also in the attention and care for the people that are working in our company.

We are currently scaling our business leveraging our technology, our team and our international culture.

We are 80+ people in Europe and we have recently raised Series A funding from US investors, fueling our objectives.

It is now time to grow even more and increase our talented tech team with engineers that want to contribute to the development of our products.

**Who are we looking for

To be successful as a Customer Support Specialist at ShippyPro, you should be willing to learn more about the SaaS world and have a general interest in e-commerce logistics.

You should be an inquisitive person, which is able to spot opportunities that have been overlooked by others.

Outstanding Interns are problem solvers who understand the value of building long-lasting professional relationships with clients.

Location: our office is in Florence, Italy.

However, this job can be performed fully remotely!

**What you will do**:

- Working closely with the Manager or assigned staff member, and completing all allocated tasks

- Assisting Italian and international customers around the world through our support ticket queue in **Hubspot **and **Zendesk

- Escalate tickets to tech support using **Jira**, and ensure problems are solved with the best solution

- Organize troubleshooting video calls with customers

- Help identify areas of improvement or spot trends based on customer feedback

**What you will bring to the table**:

- Previous work experience in tech environment

- Full working proficiency in **English **(C1-C2) and **Italian is a must **(knowledge of a third language such as French, Spanish or German will be considered a plus)

- International experience and e-commerce/logistics/SaaS industries deep knowledge

- Passionate about new technologies, and e-commerce and fast-learner

- Have good communication skills both verbal and written so you can explain technical problems succinctly, and then clearly articulate solutions to customers.

- Be tech savvy and constantly stay up to date by learning the ins and outs of our platform, and any partner apps, quickly

- Knowledge or genuine interest in the the e-commerce world

**About the hiring process**:

Usually, the first one is with our Talent Acquisition Specialist to get to know each other.

The following steps are more technical and they can include a business challenge.

Don't worry, we will share with you all the information you need to succeed!

**What we can offer**:

**Remote working options.

** We are happy to welcome every new member into our state-of-the-art (literally!)

office in Florence, however we are also a modern and agile company, and are open to full or partial remote working where possible

**No clocking in/out.

** We don't believe in micromanaging and our working relationships are based on mutual trust, that's why we don't require our team to clock in and out of work.

Of course, this trust relationship works both ways!

**Work alongside an ambitious and supportive team.

**We are growing fast and no two days look the same at ShippyPro, but one thing never changes: your colleagues are always there to support you and to bounce off ideas!

**Growth and learning opportunities.

** We believe that in order to grow as a company, our team also needs to continue learning and developing.

Did you know that we have a growing Library in our office and you can borrow as many books as you like?

**Meal pearks**: Whether you are working from home, from the office or from wherever you want, you can enjoy your meal voucher everyday.

Getting hungry?

**Free coffee policy.

** We are an international team, but our HQ is in Italy, hence we do take coffee breaks very seriously.

Hot drinks are on us, and occasionally, Aperitivo too!

**No dress code**.

That's right, no formal attire is required when working in our HQ

only for Italian contract

We are a people-centric organization with one mission: "**Make People Work Better**".